Articles
Tag: retention
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Foundational Steps for Customer Journey Mapping Initiatives
Getting started with customer journey maps or just adding a timely refresh? Well we've outlined some foundational steps for brands to help get things right.
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What Is Customer Satisfaction Score (CSAT)?
Digging into the key concepts of measuring customer satisfaction via a Customer Satisfaction Score.
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Why Now Is the Time to Experiment With Your Customer Experience
How brands are crafting exceptional customer experiences and improving the customer journey through all of their channels.
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Align Self-Service Customer Support With Every Stage of the Customer Journey
A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap.
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5 Ways COVID-19 Is Changing Customer Loyalty
Increased digital demand and the resulting product shortages are pushing customers outside their comfort zone and turning up the pressure on brand loyalty.
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How Brand Trust and Customer Loyalty Are Won and Lost
Trust and loyalty go hand in hand in any relationship, and it’s no different when it comes to a brand and its customers.
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What Does Exceptional Customer Service Look Like in a Post-COVID World?
There is a lot riding on your customer experience and expectations are high. Are you ready to deliver an experience that keeps your customers coming back?
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Best Practices for Post-Sale Customer Experience
Company execs offered their thoughts on what they have found as the best practices for continuing CX after the sale.
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How to Build B2B Trust Through Content
Brand trust is big in the B2B space. When customers trust a brand, they are likely to do more business with the brand even and may become loyal brand advocates.
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Navy Federal: How the Largest US Credit Union Keeps Employee Experience Shipshape
Career mobility, manager involvement in employee development, and willingness to listen and enact changes makes for smooth sailing at Navy Federal.
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Avoiding the High Costs of Shopping Cart Abandonment
Shopping cart abandonment costs brands billions of dollars each year, and yet much of it can be avoided through better customer-centric ecommerce practices.
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Wielding the Power of AI Wisely With Your Customer Data
Customer data has swiftly become a valuable asset for many brands and AI is swiftly becoming one of the most important ways brands are maximizing the value.
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The New Normal: It’s All About the Experience
With the acceleration in digital engagement, leading companies have innovated quickly to replace or complement traditional, in-store experiences.
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What Is Voice of the Customer and What Does it Mean for Customer Experience?
Voice of Customer (VoC) programs have been shown to improve the customer journey, but only when brands use VoC metrics to obtain actionable insights.
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